Vacancy overview

Main Description

To provide burial, cremation and memorialisation services under the direction of the Bereavement Operations Supervisor and according to booking schedules and a weekend working rota.

To carry out the operation and maintenance of cremation equipment and provide any other services necessary in the delivery of bereavement services including the maintenance of chapels, public buildings and decorative landscapes.

To provide a high quality, professional and sympathetic bereavement service to the recently bereaved; and to provide advice, guidance and support to relatives. To assist with a range of duties associated with the Cemeteries, Crematoria, Coroner, mortuary and Public Health funeral services.

Advise funeral directors, members of the public and other stakeholders, providing a first class responsive and helpful service, resolving day to day issues creatively and sensitively and acting as a good ambassador of the Council at all times.

Maintain high levels of customer satisfaction with the service.

Key Accountabilities

1. Carry out the efficient operation of all cremation services through the safe operation and maintenance of cremation equipment in accordance with manufacturer’s operating instructions. Operate all aspects of cremation services, following procedures to avoid any errors in the labelling of coffins and remains through the process. Be responsible for the safe and proper operation, maintenance and cleansing of the cremators and ancillary equipment, in accordance with the manufacturer’s specifications and EHO Permit to Operate. Report identified faults to the Bereavement Operations Supervisor. Process cremated remains and prepare them for presentation for disposal or release to applicant, including transferring ashes to the required casket or urn and delivering them to the office for release when required. Convey the deceased as directed by the Bereavement Operations Supervisor.
2. Provide a high standard and sensitive front-of-house bereavement care service adopting tact, diplomacy, empathy, and demonstrating integrity and understanding throughout contact with the bereaved. Ensure that the needs and special requests of the bereaved are met and prepare and clean chapels prior to use. Direct funeral services and commit the deceased at Lambeth managed services.
3. Play music and visual images in chapel, using web-based multi-media systems, compact disk, recorded digital mediums and slide show presentations as provided, ensuring the needs of the bereaved are met during the funeral service.
4. Assist in ensuring compliance with the Code of Cremation Practice, the Environmental Protection Act 1990 and Health and Safety at Work Act and Regulations and the 2 Crematorium’s operations manual and method statements for the operation of the cremators and ancillary equipment.
5. Undertake all burial and interment services (including grave re-use) in line with Cemetery Regulations and current policy and procedures. Liaise with funeral directors, celebrant/officiate and applicants and ensure all funeral service requirements are identified and met. Assist in, and effect, disposal of the dead by burial as per current legislation and any amendments including all forms of exhumation. Prepare chapels to the required standard of cleanliness and presentation prior to each service. Carry out the dispersal of unwitnessed cremated remains in the crematorium or cemetery grounds and assist in the witnessed dispersal and burial of cremated remains. Ensure that each excavation or interment (Chambers included) is made safely and in line with all current Health and Safety legislation, with due regard for the safety of all third parties and the bereaved, and that the standard of presentation of the graveside is of the highest possible. Ensure all burial documentation bears the correct information, and that all and any anomalies surrounding any burial is reported to office staff and managers for instruction and action.
6. Operate Council grave care schemes in line with agreed schedules and procedures.
7. Provide support, and cover when necessary to Bereavement Services Officers and other cemetery staff to assist in burials, remains dispersal, administrative or maintenance duties.
8. Ensure all areas of the crematoria and associated buildings are maintained to a high degree of cleanliness and in good order at all times, and that any required works are carried out sensitively, taking into consideration any on-going services.
9. Demonstrate a caring attitude when assisting visitors and mourners to the cemetery/crematoria, and ensure a caring, sympathetic service is maintained at all times.
10. Assist in the security of cemeteries and crematoria, including the checking of buildings, the opening and shutting of gates and doors, reporting acts of vandalism, and liaising with the Police as required. All staff will be responsible at some point for locking up buildings and cemetery gates at the appropriate time.
11. Wear all articles of council uniform, personal protective equipment and identity where provided, whilst performing your duties.
12. The post-holder will be responsible for a range of plant and equipment, its day-to-day operation, care and security, including mechanical plant and the crematoria furnaces. If based in one of the crematoria the post-holder will be responsible for ensuring furnaces are shut down safely and the building is locked up and secure at the end of the working day.
13. Undertake grounds maintenance activities including planting, pruning, weeding and grass cutting and clearing flower tributes from the display areas.
14. Display public information including the order-of-service and flower identification cards and undertake the daily turning of the pages of the books of remembrance.
15. Undertake safety and security patrols of the grounds and buildings and attend to road traffic management duties at times of high visitor attendance.
16. Undertake other facility management duties including cleaning chapels and public areas and public toilets.
17. Work alongside other staff members as part of a team as and where operations indicate. Be prepared to be flexible in terms of work location as you may be required to work at different locations.
18. Liaise with Funeral Directors, members of the public and all other visitors and stakeholders and be an ambassador on behalf of the Council, responding positively and sensitively to customer enquiries or complaints as they arise and where necessary reporting and making recommendations to the Supervisor. 3
19. Use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner.
20. Achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed with the line manager.
21. Undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
22. Assist in the development and implementation of work programmes and schedules, and ensure that effective systems are implemented for the completion of scheduled work.
23. Undertake all administrative tasks as required to ensure the services are effective and running smoothly. Ensure work is carried out in accordance with Lambeth policies and procedures, statutory legislation, codes of practice and the ICCM Charter for the Bereaved.
24. Undertake tasks related to the Public Health funeral service in accordance with statutory requirements and Council policy and procedure. This may involve property searches within Lambeth or neighbouring boroughs the recovery and storage of valuables; and the collection, transport and handling of the deceased from external mortuaries to our storage facilities and crematoria.
25. Have a caring attitude when assisting visitors and mourners to the Cemetery/Crematorium, and ensure an empathetic and appropriately professional service is maintained at all times.
26. Work flexibly and undertake a range of Public Realm duties as required, including undertaking Winter Service duties if the service is suspended due to adverse weather conditions. To work to an agreed winter service plan when you will be expected to work for reasonable periods of time in winter conditions
27. Work flexibly in undertaking the duties and responsibilities of this job, and participate as required in multi-disciplinary, cross-department and cross-organisational groups and task teams. Occasional evening and weekend working will be required. Undertake other duties commensurate to the grade of the post.
28. Take responsibility, relevant to the post, for ensuring that Council statutes and government legislation is upheld. This includes, amongst others: Management Compliance Charter, Environmental Policy, Data Protection Act, Race Equality Action Plan, Quality Assurance Plan, Health & Safety, Sustainable Construction and Recycling.
29. Take responsibility, appropriate to the post for tackling racism and promoting good race, ethnic and community relations.

Key Knowledge and Skills

• Either in possession of, or be willing to attain the Institute of Cemetery & Crematorium Management CTTS Certificate (training will be provided)
• Proven working knowledge of bereavement services

Relevant Experience

• Experience of working within a bereavement related service with the ability to demonstrate an empathetic manner towards members of the public 
• Experience of using IT software (MS Word, Excel, Outlook etc.) and ideally bespoke Industry Software (BACAS or Gower etc.). Additionally, experience of Financial Software such as, though not limited to, ORACLE

Core Behaviours

• Focuses on People is about considering the people who our work affects, internally and externally. It’s about treating people fairly and improving the lives of those we impact. Put people at the heart of our work, after all that’s our business. It’s about making our processes fit people. A